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Welcome to the Tee Willow Help Center. Whatever stage your order is at, from choosing a size for Grandpa to returning a hoodie that turned out too roomy, this page points you to the right answer in as few clicks as possible. Each topic below has a short summary and links to the full policy or guide. If you still need a hand, a real person is one email away at support@teewillow.com, and we reply within 1 business day.
Quick answers
These five questions cover most of what people ask us every week.
- How much is shipping? Free, on every order, to the United States, Canada, Australia and New Zealand. No minimum and no code.
- How long does delivery take? 1–3 business days to print, then usually 7–14 business days in transit: about 8–17 business days in total.
- Can I return or exchange? Yes, anything, within 60 days of delivery, for any reason, and we pay the return postage.
- When do I get my refund? Within 7 days after your return is received and approved.
- Can I change my order? Yes, within 24 hours of ordering and before printing starts. Email us with your order number.
For more quick answers, browse our FAQs, which are grouped by topic.
Orders
Every Tee Willow item is printed after you order it. That is what lets us offer many designs, sizes and colours, as well as personalized names and dates, but it also means changes have to happen early. You can cancel or change an order within 24 hours of placing it, as long as printing has not started, and we confirm every change in writing.
- Cancel or Change an Order: the 24-hour window, what can be changed and how to ask.
- Order Tracking: look up an order and learn what each status means.
- Ordering for a group or an event? Email us with the date and destination country and we will suggest an order-by date.
Common order situations
No confirmation email: check spam and promotions folders first, then email us before ordering again. Duplicate order: email us with both order numbers within 24 hours and we cancel the extra one in full. Wrong personalization text: email us within 24 hours with the exact old and new text.
Shipping and delivery
Shipping is free to all four of our delivery countries. Orders are printed and shipped from the USA, and every order ships with tracking. Transit usually takes 7–14 business days after printing. Parcels to Canada, Australia and New Zealand cross a border, so your country may apply import charges depending on the order value.
- Shipping & Delivery: delivery times table, holiday timing tips, address changes, customs and what we do about late, lost or damaged parcels.
- Tracking not moving for 7 business days, or a parcel 7 business days past its latest estimate? Email us and we will open a carrier investigation.
Returns and exchanges
Every item can be returned or exchanged within 60 days of delivery for any reason, and return postage is free. That includes personalized pieces and single items from a family set. Exchanges for a different size or colour are printed fresh and shipped free, and we can start printing your replacement as soon as your return is scanned by the carrier.
- Returns & Exchanges Policy: step-by-step instructions, packing tips, international returns and a table of common situations.
- Print problem or wrong item? Send photos; in most cases you keep the item and we reprint or refund it.
Refunds
Refunds go back to your original payment method within 7 days after approval. Approval happens when your return arrives and is checked (within 2 business days of arrival), when we review your photos for a damaged or misprinted item, when a lost parcel is confirmed, or when we confirm a cancellation. Shipping is free both ways, so nothing is ever deducted for postage, and there are no restocking fees.
- Refund Policy: what “approved” means, how much is refunded in each situation, currency conversion and a step-by-step timeline.
Payments
All prices are in US dollars. The payment options for your order are shown at checkout before you pay, and we only show options that are actually working. You are charged when you place your order, and nothing is printed until the payment succeeds. We never ask for card details by email.
- Payment Methods: currency, when you are charged, declined payments, duplicate charges and keeping your details safe.
Products and sizing
Our tees, crewneck sweatshirts and pullover hoodies are unisex cuts in adult sizes S to 5XL, with the exact sizes and colours for each design shown on its product page. Sweatshirts and hoodies are roomier than tees. If you are between sizes, the Size Guide helps you decide, and size exchanges are free.
- Size Guide: how to measure a garment you already own, fit notes for each garment, tips for buying for someone else and care instructions.
- Shop by garment: T-Shirts, Sweatshirts, Hoodies.
- Shop by your people: Family Matching, Pet Lovers, Hobbies & Interests, Holidays & Seasons, Personalized.
Personalization
On personalized products, you type the names, dates, titles or pet names you want, and we print them exactly as entered, character for character. Read the text twice before paying. If you spot a mistake afterwards, email us within 24 hours of ordering. If we print the text differently from what you entered, that is our error and we reprint or refund it. We cannot print trademarks, licensed characters, team crests or celebrity names.
- Terms of Service, section on personalized products: what text we can and cannot print.
- Intellectual Property Policy: why some requests are refused.
Account and privacy
You do not need an account to order; guest checkout works fine. With an account, you can see past orders and save addresses. We do not sell personal information or use advertising cookies, and you can ask for a copy of your data or ask us to delete it at any time.
- Privacy Policy: what we collect, why, who we share it with, how long we keep it and your rights in the US, Canada, Australia and New Zealand.
- My Account: sign in to see orders and saved addresses.
Copyright, trademarks and legal
- DMCA: how rights holders can send a copyright notice and how counter-notifications work.
- Intellectual Property Policy: trademarks, likeness rights and permission requests.
- Terms of Service: the agreement that covers using the site and buying from us, governed by the laws of the Commonwealth of Virginia.
Guides for common moments
Planning matching shirts for a reunion
Pick the design, decide whether everyone wears the same garment, collect sizes in a shared list, collect each name exactly as it should be printed, then build the cart from the list. Order early: allow up to 3 business days for printing and 14 business days for transit, plus margin. If one size is wrong after delivery, only that piece needs to come back.
Buying a surprise gift when you do not know the size
Ask a family member to check the size label of a favourite shirt, or choose a sweatshirt or hoodie, which are more forgiving than a tee. Ship straight to the recipient with your own email at checkout so the tracking comes to you. The recipient can exchange the size within 60 days of delivery without you being involved.
Getting a holiday order there on time
For Halloween, order by late September. For Christmas, order by mid-November, and earlier for Canada, Australia and New Zealand. If you are cutting it close, email us the date and destination before ordering and we will give you an honest answer.
Exchanging a size quickly
Email us with your order number and the new size. We send a prepaid label within 1 business day, and if you ask for an early exchange, we start printing the new size as soon as your return gets its first carrier scan. The new item ships free, so the only cost to you is a trip to the post office.
Keeping prints looking good
Wash inside out in cold water, skip bleach and fabric softener, dry on low or hang to dry, and never iron over the print. If a print cracks or peels after only a few careful washes, contact us within 60 days of delivery.
Our timings in one table
| What | Timing | Where to read more |
|---|---|---|
| Reply to your email or ticket | Within 1 business day | Contact Us |
| Change or cancel an order | Within 24 hours of ordering, before printing | Cancel or Change an Order |
| Printing and checking | 1–3 business days | Shipping & Delivery |
| Transit to US, CA, AU, NZ | Usually 7–14 business days | Shipping & Delivery |
| Report a lost parcel | After 7 business days without a tracking update or past the latest estimate | Order Tracking |
| Return or exchange | Within 60 days of delivery, return postage free | Returns & Exchanges |
| Check a returned item | Within 2 business days of arrival | Returns & Exchanges |
| Refund reaches you | Within 7 days after approval | Refund Policy |
Before you write to us: a two-minute checklist
These quick checks solve many questions on the spot, and if they do not, they give us everything we need to help on the first reply.
- Find your order number in the confirmation email. It is the fastest way for us to locate your order.
- Check the order status on Order Tracking and, if it has shipped, the carrier’s tracking page.
- Look in your spam and promotions folders for emails from support@teewillow.com.
- For a problem with an item, take three photos: the whole garment, a close-up of the problem and the shipping label.
- For an event, note the date and delivery country so we can check timing.
Help for customers outside the United States
Customers in Canada, Australia and New Zealand get the same free shipping, the same 60-day returns with free return postage and the same refund timing as US customers. Prices are in US dollars, so your bank converts the charge, and your country may apply import duties or taxes on arrival. Our replies are sent within 1 US business day, so allow for time zones. Returns cross the border back to the USA; mark them as a return of goods when the post office asks.
Still need help?
Email support@teewillow.com with your order number, or choose a topic on our Submit a Ticket page. Our full contact details, including our business address for written correspondence, are on Contact Us. You can also browse every page of the site on our Sitemap, or learn more about Tee Willow.